Closing the ticket

[snehalkhare]

Hi

a. Only requester should have the privilege to "Close" the ticket that has been put to resolved status.

b Ticket should automatically move to a closed state at the end of 7 calendar days from the Last Resolved Date.

c.. Support team should not have the right to manually put a ticket in "Closed" state.

d. A ticket can only be put in a closed state from a Resolved State or Cancelled state.

Can anyone suggest what can be done?

Thanks

Snehal Khare

[Deepa Srivastav]

then no need to add the condition to exclude the table.

just add current.state==6 &&gs.getUserID() == current.caller_id for accomplishing 1st requirement.

[Mihir Mohanta]

Hi Snehal,

The solution provided by me should work.

Please try those.

Thanks,

Mihir

[snehalkhare]

Hi Mihir

Yes its working Thanks.

I need some more help now regarding the Reopen Incident OOB UI action

What I want to do is

If the requester is not satisfied with the solution provided or the solution provided does not resolve his issue then the requester has the rights to re-open resolved ticket.

So what I did is created ui action and made the OOB inactive .

only changed the conditions to

current.state==6&&current.caller_id==gs.getUserID()

But when I tested it its showing the error as 'Action not Authorized'

What may be the reason ? How to resolve this issue?

Thanks

Snehal

[Mihir Mohanta]

May be you have added same action name in the UI action.

Please go through below threads.

Re: "Action not authorized"

"Action not authorized" when requesting a Change  

Thanks,

Mihir

[snehalkhare]

Hi

Thanks . I went through the links and did the changes . Now that error is not coming.

But there's one issue When I click on UI action Re-open then the state changes to Assigned but this change is not getting saved. Its giving error as Invalid update . I am not able to figure out where its gone wrong.

Thanks

Snehal